HDI Support World Highlights: Human-Centered IT Support & AI Evolution

February 14, 2025 – In the latest edition of HDI Support World, industry leaders explore the balance between automation and human connection in IT service management.

Doug Tedder’s latest blog, Stop Taking Tickets!, challenges IT service desks to move beyond rigid ticketing systems and performance metrics. Tedder warns that excessive automation is eroding the human element in IT support, urging organizations to refocus on building relationships with customers to foster trust and loyalty.

Meanwhile, Rocky McGuire delves into the next evolution of artificial intelligence in How Agentic AI Will Revolutionize IT Support. Unlike GenAI, which relies on direct prompts, Agentic AI autonomously identifies needs, plans solutions, and executes tasks across an organization. Experts predict that by 2028, a third of enterprise software will integrate Agentic AI, though human support teams will remain essential.

As the industry evolves, HDI’s Global Service and Support Awards celebrate top performers in IT support. With a record number of entries this year, the winners will be announced at SupportWorld Live in Las Vegas on May 21. Attendees can save $200 by registering with code SWNEWS.

Additionally, Jeff Rumburg offers key insights into AI adoption in IT Support Success. He highlights the importance of tracking "Tickets per User per Month" to measure AI’s effectiveness while cautioning organizations against data overload without meaningful interpretation.

Upcoming HDI training courses include Foundations in Service and Support Metrics and ITIL® 4 Foundation, providing IT professionals with essential skills for the evolving landscape.

For more information, visit HDI Support World or register for SupportWorld Live 2025.

The HDI Global Service and Support Awards have set a new benchmark this year, receiving an unprecedented number of entries that showcase the innovation and excellence shaping the service and support industry. These prestigious awards recognize top-performing individuals, teams, and organizations that are pushing the boundaries of customer experience and IT service management.

The winners will be announced in Las Vegas on May 21, 2025, during SupportWorld Live, a premier industry event. Attendees can register using the code SWNEWS for a $200 discount.

Meet the 2025 Finalists

The awards highlight excellence across multiple categories:

• Best Service and Support Manager: Nominees from Johns Hopkins University Applied Physics Laboratory, Northwestern Mutual, Unisys, and Farm Credit Mid-America.
• Best Service and Support Technician: Finalists include professionals from First American, RIT, the State of Michigan, and Great River Energy.
• Best Service and Support Analyst: Recognizing talent from Open Technology Solutions, First American IT Service Desk, UPMC, and Infinite Campus.
• Best Local Chapter Officer: Honoring leadership from InvGate, Vertex, The MIL Corporation, and Northwestern Mutual.
• Best Customer Experience: Organizations such as Fundraise Up Inc., MTA Solutions, Splashtop, and the University of Alaska Anchorage are setting new standards.
• Best Service and Support Culture: Recognizing companies like IGS Energy, Johns Hopkins APL, and SitusAMC IT Support for fostering exceptional workplace environments.
• Best Service and Support Organization: Featuring industry leaders including First American Field Services, Fundraise Up Inc., Infinite Campus, Northwestern Mutual, and the State of Michigan Department of Technology, Management, and Budget.
• Best Service Improvement Initiative: Honoring DXC, Revinate, Unisys, and WBM Technologies LP.
• Best Use of Technology: Showcasing innovation from First American IT Service Desk, Unisys Global Service Desk, and WBM Technologies.

A Highly Respected Panel of Judges

This year’s awards are evaluated by an esteemed panel of industry experts, including Roy Atkinson, Rae Ann Bruno, Chris Chagnon, Marie DiRuzza, Pete McGarahan, Deborah Monroe, Gina Montague, Nancy Louisnord, Anthony Orr, Richard Syorka, Doug Tedder, and Eddie Vidal.

The service and support industry eagerly anticipates the winners' announcement at SupportWorld Live in Las Vegas. Congratulations to all finalists for raising the bar and driving excellence in IT service management!

https://www.thinkhdi.com/library/supportworld/2025/meet-the-2025-hdi-award-finalists 

IT Support in 2025: Thought Leaders, Soft Skills, and Strategic Goals

As the IT industry evolves, staying ahead requires a blend of expertise, adaptability, and forward-thinking strategies. Three new articles highlight key insights from top IT professionals, covering leadership, essential skills, and game-changing goals for 2025.

Meet the 2025 Thought Leaders
Introducing the 2025 Thought Leaders—a distinguished group of IT service and support professionals who have made a lasting impact in the field. These experts bring a wealth of knowledge and experience, shaping the future of IT. Professionals looking to expand their networks are encouraged to connect with them on LinkedIn.

4 Essential Soft Skills for IT Support
Technical know-how alone won’t cut it in the modern IT landscape. In his article, Thomas Lorentz emphasizes the growing need for soft skills like leadership, adaptability, and communication. With AI and automation poised to reshape up to 30% of work activities by 2030, IT professionals must hone mentorship, collaboration, and stakeholder management to stay relevant.

Top Goals for IT Success in 2025
Ben Boyd outlines three transformative strategies for IT support in 2025:

1. Upgrading self-service portals to meet digital-first expectations.
2. Implementing smart onboarding programs to enhance productivity.
3. Building cross-functional IT teams to drive innovation and efficiency.

With these insights, IT leaders can position themselves for success in an industry that never stands still. Read the full articles to stay ahead in 2025!

This week's issue discusses key strategies for IT professionals to thrive in an evolving industry: developing power skills, modernizing IT support, taking control of career growth, and networking effectively.  

Here's a summary of all the articles:

Power Skills Aren’t Soft: Level Up Your IT Career With The Skills That Matter Most
Matt Beran challenges the notion of “soft skills,” emphasizing that communication, empathy, and adaptability are critical "power skills" that distinguish great IT professionals from the rest. These skills can be developed through practice, mentorship, and stepping outside one's comfort zone.

Future-Proofing IT Support: An 8-Step Approach
Randy Steinberg outlines strategies for modernizing IT service desks using AI chatbots, augmented reality, and smart self-service solutions. These advancements can enhance efficiency by reducing direct agent calls and improving first-contact resolutions.

You are the CEO of Your Own Career
Thomas Wilk encourages IT professionals to take ownership of their career paths by aligning their goals with their true interests rather than simply chasing promotions. Strategic career planning leads to long-term success and job satisfaction.

Are We Connected on LinkedIn?
Erica Marois and Jessica Levco highlight the importance of networking in 2025, urging IT professionals to join their LinkedIn community to stay informed, engage in meaningful discussions, and access valuable industry content.

 HDI Support World is gearing up for an impactful 2025 with insightful resources like Doug Tedder’s guide to seamless onboarding, quarterly Industry Masterminds Groups, and contributions from leading IT service experts. From practical training courses to thought leadership on AI and service management, HDI is your go-to hub for professional growth and innovation.

How to Solve the Challenge of Onboarding New Employees
In his latest blog, Doug Tedder tackles a key workplace challenge: seamless onboarding. Tedder emphasizes the importance of a dedicated value stream owner to unify the efforts of HR, IT, and Facilities. He shares how value stream mapping can transform the onboarding process, ensuring new hires feel supported and integrated from day one. Read more.

Meet HDI’s 2025 Featured Contributors
HDI is proud to introduce the 2025 Featured Contributors! This esteemed group of IT service and support professionals, led by Erica Marois and Jessica Levco, will share insights on topics such as AI, leadership development, and service management. Connect with these thought leaders on LinkedIn to expand your network and gain valuable industry knowledge. Read more.

Join an Industry Masterminds Group!
Kickstart 2025 with HDI's quarterly virtual meetups. Hosted by Erica Marois and Jessica Levco, these one-hour sessions will bring together industry professionals to discuss challenges, share best practices, and build connections. Don’t miss this chance to network and grow. Sign up here.

Ramen or Rent? Fueling a Career You’ll Never Regret
In the latest Bytes and Banter podcast episode, Rocky McGuire and Stephen Ng delve into the realities of technical support and critical account management. Learn how Ng has driven cost savings, revenue growth, and margin success in diverse organizations. Watch the podcast.

Upcoming HDI Training Courses
Prepare for success in 2025 with HDI’s virtual training offerings:

• Jan 22: KCS Principles
• Feb 25: Foundations in Service and Support Metrics
• Mar 10: ITIL® 4 Foundation - Accredited

Visit HDI SupportWorld to stay updated on events, resources, and opportunities to connect with industry leaders.

Become a HDI Local Chapters Member and Save $350.00 on SupportWorld Live 2024 Registration!

Before you say, "No, but thanks.", hear us out. One of the awesome benefits of being a HDI Local Chapters Member is that you will receive $350 off registration for HDI's SupportWorld Live 2024 Conference and Expo in Denver, Colorado--April 27-May 02, 2024!  So, let's think about this for a minute.  By becoming a HDI Local Chapters Member, you pay only $149.00 for an annual membership and you will receive $350.00 off registration to HDI's SupportWorld Live 2024 -- that's still an overall net savings of $201.00 off registration for HDI's SupportWorld Live 2024!  PLUS, you enjoy the other benefits of being a HDI Local Chapters Member like 5% off HDI Training. 

Also, did you know that being a HDI Local Chapters Member allows you access to resources from other HDI Local Chapters across the United States?  So, for example, if you are traveling to or relocating to an area that has another local chapter nearby, you can attend their events as well.  

To learn more about becoming HDI Local Chapters Members:  LEARN

To become a HDI Local Chapters Member: JOIN & SAVE $350.00

Already a member, get your discount code here to receive $350.00 off when registering for HDI's Support World Live 2024.